Problem Management Expert - eCommerce and Mobile
Nestlé Nespresso SA · Bengaluru, Karnataka, India
- On site
- Full-time
- ₹1,500,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Eradicate technical issues for business continuity.
- Improve digital tech organization via continuous improvement.
- Lead crisis dissolution and support events.
- Drive root cause analysis and strategy definition.
- Enhance knowledge database and management processes.
About the role
Problem Management Expert – eCommerce and Mobile
We are looking for a Problem Management Expert to be part of our Nestlé Nespresso Digital and Tech Team. At Nespresso, our Digital & Tech teams are at the heart of our innovation journey, a space where we continue to invest, evolve, and grow.
Position Snapshot:
- Location: Bengaluru, Karnataka, India
- Type of Contract: Permanent
- Grade: Band 2
- Type of work: Hybrid
- Work Language: Fluent Business English
The Role:
As a Problem Management Expert you will be playing a Critical Role for the stability and performance of Nespresso Systems Landscape. In charge for the Problem Management Lifecycle, the main goal is to eradicate Technical Issues, ensure Business Continuity and leverage Continuous Improvement in the Digital Tech organization. S/He understands technology trends and the practical application of existing, new and emerging technologies to enable new evolving businesses and operating models. In this journey, S/He works closely with Operations, Products, Markets and Business Functions inside a fast pacing and direct to consumer environment. The Problem Management Expert also provides leadership in the dissolution of Crisis and in the support of large Promotional Events.
In This Role, You Will:
- Drive Investigations and Root Cause Analysis
- Define Problems Resolution Strategies and coordinate Fixes Implementation
- Promote Continuous Improvement at Nespresso Digital Tech
- Handle Critical Situations originated by Incidents and Instabilities
- Lead and Implement preparation activities to support Large Promotional Events
- Enhance Knowledge Database and Promote Adherence to the related Knowledge Management Process
What We’re Looking For:
- Bachelor’s or Master’s degree in IT disciplines or equivalent work experience
- Proven experience supporting eCommerce Platforms and Mobile Applications
- Experience supporting SAP Commerce Cloud modules and/or SAP Hybris
- 8+ years of experience in Information Technology
- Fluent in English
- Experience in Service Management and application of the related principles
- Demonstrated capability in leading IT teams in complex and dynamic environments
- Good Communication Skills
- Strong Leadership and Learning Attitude
- Capable to handle stressful situations
- Business Oriented and Flexible Mindset
Extra Skills That Set You Apart:
- Familiar with Crisis Management and Critical Situations
- Experience supporting eCommerce & Mobile Systems
- ITIL Certification
- Knowledge of Agile and DevOps principles
- Previous Experience on Nespresso Projects
- Knowledge of Grafana, Dynatrace, Service Now and Jira
We Offer You:
We offer more than just a job. We put people first and inspire you to become the best version of yourself.
- Flexible work policies including core hours and options for working from home. Discuss with us during the recruitment process to understand what flexibility could look like for you!
- Genuine opportunities for career and personal development through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
- Modern
Skills & topics
- Problem Management
- eCommerce
- Mobile Applications
- ITIL
- Root Cause Analysis
- Service Management
- SAP Commerce Cloud
- Hybris
- Crisis Management
- Continuous Improvement
- IT Operations
- Digital Transformation
- Leadership
- Bengaluru
- Hybrid Work
How to get hired
- Tailor your resume: Highlight your 8+ years of IT experience, focusing on eCommerce, mobile apps, and SAP Commerce Cloud/Hybris support.
- Showcase service management skills: Emphasize your understanding of ITIL principles and leading IT teams in complex environments.
- Prepare for technical discussions: Be ready to discuss root cause analysis, problem resolution strategies, and technologies like Grafana, Dynatrace, ServiceNow, and Jira.
- Demonstrate leadership potential: Highlight your strong leadership, communication, and ability to handle stressful, business-critical situations.
- Understand Nespresso's mission: Research Nespresso's commitment to sustainability (B Corp, carbon neutrality) and its digital innovation efforts.
Technical preparation
Master SAP Commerce Cloud/Hybris troubleshooting.,Practice root cause analysis techniques.,Familiarize with Grafana, Dynatrace, Jira.,Review ITIL Service Management principles.
Behavioral questions
Describe leading teams in complex environments.,How do you handle stressful situations?,Give an example of continuous improvement.,How do you ensure business continuity?
Frequently asked questions
- What is the typical career progression for a Problem Management Expert at Nestlé Nespresso SA?
- While specific paths vary, a Problem Management Expert at Nestlé Nespresso SA can advance into Senior Problem Management roles, IT Service Delivery Management, or specialized leadership positions within the Digital Tech organization. Your expertise in critical situations and continuous improvement makes you valuable for broader operational and strategic roles.
- How does Nestlé Nespresso SA foster a culture of continuous improvement for its Problem Management Expert?
- Nestlé Nespresso SA encourages continuous improvement through initiatives like enhancing the Knowledge Database, promoting adherence to Knowledge Management processes, and empowering problem solvers to identify and implement strategic fixes. Your role directly contributes to this culture by driving these enhancements.
- What kind of technical challenges can I expect as a Problem Management Expert at Nestlé Nespresso SA?
- You can expect to face challenges related to the stability and performance of complex eCommerce and mobile application landscapes, particularly those involving SAP Commerce Cloud and related modules. This includes resolving critical incidents, managing system instabilities, and ensuring business continuity during peak events.
- Is there a significant emphasis on crisis management for this Problem Management Expert role at Nestlé Nespresso SA?
- Yes, the role explicitly mentions providing leadership in the dissolution of crises and handling critical situations arising from incidents and instabilities. Familiarity with crisis management and critical situations is listed as an extra skill that sets candidates apart.
- How does Nestlé Nespresso SA support work-life balance for its Problem Management Experts?
- Nestlé Nespresso SA offers flexible work policies, including core hours and options for working from home, which can be discussed during the recruitment process. They also provide modern 'smart office' locations with agile workspaces designed for collaboration and well-being.
- What specific technologies are important for a Problem Management Expert at Nestlé Nespresso SA?
- While strong foundational experience in eCommerce, mobile, and SAP Commerce Cloud/Hybris is key, extra skills that set candidates apart include knowledge of Grafana, Dynatrace, ServiceNow, and Jira. Proficiency in these tools can be highly advantageous for this role.
- How does Nestlé Nespresso SA ensure IT team effectiveness in complex environments?
- Nestlé Nespresso SA looks for demonstrated capability in leading IT teams within complex and dynamic environments. This suggests a structured approach to team management, clear communication, and strong leadership to ensure effectiveness and stability.
- What is the role of a Problem Management Expert in supporting promotional events at Nestlé Nespresso SA?
- The Problem Management Expert plays a key role in preparing for and supporting large promotional events. This involves leading and implementing preparation activities to ensure system stability and business continuity during these high-traffic periods.
- What are the key business functions that the Problem Management Expert collaborates with at Nestlé Nespresso SA?
- The Problem Management Expert collaborates closely with Operations, Products, Markets, and various Business Functions within the fast-pacing direct-to-consumer environment of Nespresso.
- How important is ITIL certification for the Problem Management Expert role at Nestlé Nespresso SA?
- ITIL Certification is listed as an 'Extra Skill That Sets You Apart,' indicating it is highly valued but not strictly mandatory. However, a strong understanding of Service Management principles and their application is essential for this role.